Cloud Based Telephony System for Cobalt and South Liverpool Homes 2021 — 26

Tender description

Cobalt and South Liverpool Housing each requires a single, high availability, easy to maintain and effective next gen, cloud based telephony system that supports both traditional voice communications across the organisation and the technologies required for enhanced communications as well as future integration that will facilitate a fully integrated Omnichannel Contact Centre Both organisations are is seeking to enter into a contract with a suitably qualified service provider to provide telephony SIP trunks/infrastructure and service management between the hours specified in the contract document, Monday to Friday, plus an out of hours emergency service 365 days per year. Services are to include: • service support (helpdesk/engineering/development); • DDI Porting where necessary; • call data itemisation; • PSTN failover; • call centre supervisor and officer training. Lot 1: Lot 1 (Cobalt Housing) Cobalt Housing is a social landlord based in North Liverpool. It has approximately 6000 properties and 11 000 customers. All our stock in located in the local area. We have an in-house call centre (called Cobalt Solutions) that takes the large majority of incoming and external contacts, reflected in an average of 4 000 incoming calls per month. Cobalt has 111 Desk phone users/16 Contact Centre users. Lot 2: Lot 2 (South Liverpool Homes) South Liverpool Homes (SLH) is a social landlord based in South Liverpool. It has approximately 5400 properties. All our stock in located in Speke, Garston. We have a contact centre for repairs managed by Avela Home Services and remaining calls are managed internally across 3 teams. This reflects in 2 200 calls per month. SLH 58 Desk phone users/26 Contact Centre users.